We care
about your customers
Swisscom Services Ltd
Your partner for structuring and outsourcing customer interactions.
Holistic
Trustworthy
Resource-efficient
Your needs
Does your Contact Center tie up too many resources? Are you looking for a partner for customised Contact Center solutions? And do you strive to build a high-performing strategy for your service organisation? Or would you like support on your digital transformation journey?
We can help you to achieve customer and operational excellence in conjunction with customer service outsourcing.
Contact Center advice and operations
We’re here to support you at all stages, with advice as well as design and operational assistance – whether this involves creating or adapting your IT service desk and help desk, your self-service portal, your telephone exchange or your front-desk service.
Contact channel strategy
Effective communication is the bedrock upon which successful customer relationships are founded. We will therefore help you to identify the best contact channels for interacting with your customers.
Equality-based outsourcing partnership
Together we can develop your customer service further and give you precisely what you need to get your Contact Center Outsourcing project off the ground and make it successful – whether you need full or partial outsourcing of your customer service.
Trust-based (customer) relationships
Our employees are professional, they understand your customers and speak their language, and they work exclusively in Switzerland. We operate the Contact Center Solutions/IT-based call centre in data centres belonging to Swisscom (Switzerland) Ltd, and the Swisscom mobile and fixed networks guarantee first-class voice quality.
Our services
We will run your Contact Center, either fully or partially, and assist you with analysis, planning and the efficient implementation of a successful service organisation.
Reduce the workload on your customer service team on a long-term basis with the professional touch of our multifaceted Contact Center Services. Together we can develop a tailor-made solution for you, which meets your needs and simplifies interaction with your customers.
Relieve the pressure at peak times
Do you need help during peak periods? We can take over parts of your customer service temporarily; for example, during campaigns and promotions, during product launches and releases, while new regulations are being implemented, through seasonal peaks such as the back-to-school rush, Mother’s Day, Father’s Day or Christmas, or in emergency situations. Reliably, flexibly and professionally.
We listen – no matter what the problem is
Sensitive customer enquiries deserve special attention. Whether an enquiry concerns a complaint, a cancellation request or critical feedback, our trained employees will support you with empathy, authority and tact. Our aim is to ensure your customers feel listened to and to strengthen their relationship with your company even in challenging circumstances.
Inform. Communicate. Triage.
As a company, it is important to be accessible, pass on information as required, connect with the right employees and triage enquiries appropriately. So, your customers will always be able to reach a competent contact person. We will manage your front desk on your behalf – including your internal telephone switchboard and email inbox. We will provide information about products, services, orders, deliveries and invoices. Your customers will have a direct line to us.
Transform your customer interactions
We will provide you with the methods and tools you need to assess the maturity of your Contact Center and show you the digital development potential of your service organisation. With our support, you will learn how to transform your customer communications from purely physical interactions to hybrid – “phygital” – models and eventually to fully digital exchanges. Choose the right channel for each customer enquiry and understand the value of each customer interaction.
Here to help your app community
We will support your customers if they have problems with your web-based customer portal, your customer apps or even your digital self-service products. These could include technical faults and queries about operating the web, hybrid or native apps. With the benefit of our Contact Center Services, we will increase app use and improve user satisfaction among your customers. We will use direct feedback from the user community to the app support team to enhance the user and customer experience and initiate process and app functionality upgrades on your behalf.
Outsource your customer service
Swisscom Services Ltd can assist your company through analysis, consulting and the operation of a variety of Contact Center services. Contact Center Outsourcing is a future-facing model, which offers you more scope for your core business. We will provide you with IT-based Contact Center solutions as well as workstations and temporary customer service employees. If required, our customer service employees can work on-site at your premises and also on your IT infrastructure.
Improved efficiency with smart 1st level support
We can offer your customers and employees fast, competent 1st level IT support. They can therefore access help in the event of technical faults in workplace systems, or if they have problems with access authorisations and logins. We can also help with queries concerning the operation of self-service portals and other digital products. By ensuring a technically flawless tool and working environment, you can increase both customer and employee satisfaction as well as your productivity.
Security is becoming increasingly important, especially online
We validate ID documents and identities to ensure that your (new) business relationship is built on a solid foundation. In accordance with the legal regulations governing your business activities, we check the relevant parameters and record the feedback in the required format.
We will make calls for you
You can rely on us to make and keep appointments (e.g. for consultations, customer visits, or site visits), and you can be sure of experienced support for campaign hotlines and targeted lead generation. A and B leads will be professionally managed, so the workload on your Sales team will be noticeably reduced through structured processes, CRM integration and insightful negotiation. As a result, you will be able to reach your target audience across all channels and build long-lasting customer relationships.
All-round support
Around-the-clock customer focus, 365 days a year: if required, we can be reached 24/7 on any channel – by phone, e-mail, SMS, web chat, WhatsApp or social media. We can accept and provide constructive assistance with customer enquiries across all the regular contact channels. On your behalf and in all Swiss national languages, plus English. And always from Switzerland, without exception. We are also happy to help with development and implementation of a multichannel or omnichannel strategy.
References & insights
Swisscom Services Ltd – on the line for you
Swisscom Services Ltd is an innovative SME, which is wholly owned by Swisscom (Switzerland) Ltd. You thus enjoy the best of both types of business: short decision-making paths with direct access to the Management Board combined with access to the resources and expertise of the Swisscom Group. We are Switzerland’s leading company in the area of customer relationship digitalisation. Every year, we handle 1.6 million enquiries from the B2C and B2B environment – expertly, efficiently and with pragmatism.
We keep our promises
Our core business is Contact Center services for business customers, in which we meet Swisscom’s high quality standards at every level.
Made in Switzerland
Our customer service teams will respond to your customers’ enquiries exclusively from their bases in Switzerland. They are ready and waiting at sites in Olten, Bern and Ittigen. If required, our employees can also work directly with you on site or be available remotely. We cater for the three main Swiss national languages, (Swiss) German, French and Italian, and can also accept enquiries in English.
We are accredited
For us, the top priority is to maintain the highest quality standards and ensure fully compliant handling of your data. In order to guarantee this, our management system is certified according to internationally recognised standards. Our services are certified annually in line with ISO 9001 (quality management) and ISO 18295-1 (customer contact centres), as well as ISO 27001 (information security).
Excellence through training and security
Our employees are the keystone of our success and your guarantee of a first-class service, and we therefore attach great importance to continuous personal development. Our employees acquire certificates in relevant specialist areas on an ongoing basis. These areas include insurance (insurance intermediary VBV) and 1st level support (Microsoft 365 certification). This means we can ensure that you are always looked after by experts who are up to speed with the latest developments and best practices. We also ensure that all employees comply with our most stringent security requirements. This is essential for the proper protection of your data and processes. With this team of brilliant individuals behind us, and the highest standards of security in place, we can offer you a service you can trust completely.
Sustainable business decisions
Swisscom Services Ltd shares the sustainability strategy adopted by Swisscom and plays its part in ensuring the Group achieves its sustainability goals. We take responsibility not only for the products we use and in our collaboration with partners, but also for our people. We therefore also offer career changers the opportunity to enter the world of digitalisation and develop their skills. Thanks to training-on-the-job, we can prepare them well for the future job market.
The Management Board
Find out more about the members of the Management Board, who run the company with great commitment and expert knowledge.
